Part of the Community Managers role is to:
Listen: Use listening tools like Technorati, Talkdigger, read blogs, forums, wikis, to find out what customers are saying
Respond: Depending on what’s being said, respond quickly when appropriate
Inform: Tell the right stakeholders in the company what’s happening, this can range from Engineering, Product Management, Product Marketing, PR, Marketing, Bloggers, or forums moderators.
Shut up and sit back: One of the most important jobs of the CM is to connect the right internal people with customers and let them work it out, stay out of the way if you don’t understand the problems.
Listen more: Keep on listening, responding, informing, and connecting the right folks. A community manager is an odd looking being, big ears and eyes, and a small mouth.